Our Performance
Punctuality and Reliability
| 4 weeks ending | Reliability | Annual Average | Punctuality | Annual Average |
| 30/04/11 | 99.31% | 99.18% | 94.80% | 93.45% |
| 28/05/11 | 99.60% | 99.21% | 95.24% | 93.41% |
| 25/06/11 | 99.35% | 99.22% | 96.98% | 93.49% |
| 23/07/11 | 99.54% | 99.25% | 94.39% | 93.36% |
| 20/08/11 | 99.39% | 99.23% | 91.44% | 93.03% |
| 17/09/11 | 98.57% | 99.14% | 83.70% | 92.07% |
| 15/10/11 | 99.37% | 99.12% | 91.48% | 91.84% |
| 12/11/11 | 99.32% | 99.15% | 90.10% | 91.88% |
| 10/12/11 | 99.10% | 99.14% | 85.53% | 91.19% |
| 07/01/12 | 99.38% | 99.19% | 92.21% | 91.55% |
| 04/02/12 | 99.35% | 99.24% | 92.95% | 92.03% |
| 03/03/12 | 99.35% | 99.21% | 93.35% | 91.90% |
| 31/03/12 | 99.36% | 99.31% | 94.24% | 92.01% |
| 28/04/12 | 99.75% | 99.34% | 95.59% | 92.09% |
Punctuality = percentage of peak hour trains arriving no later than 5 minutes after scheduled time
Reliability = percentage of scheduled weekday trains actually run.
We are also measured by the Department for Transport (DfT) on our all day PPM (Public Performance Measure). This measures the punctuality of all our services, 7 days a week.
Passenger Satisfaction
Between September and November 2010 Passsenger Focus asked over 1,000 of you what you thought about our services. These opinions contributed to the National Passenger Survey. The results for the 5 key areas are:
| Survey Area | Passengers satisfied or very satisfied |
| Overall opinion | 90% |
| Train punctuality | 91% |
| Frequency | 85% |
| Value for money | 44% |
| Station information | 85% |
We also separately monitor our performance against tough targets set in our Passenger's Charter:
| Survey area | Target | Actual |
| Average response times to your letters | Reply to all letters within 10 working days | 7.7 working days |
| Calls to our Telephone Enquiry Service, 08456 005 165, answered within 30 seconds. | 95% | 93% |
|
Average queuing time for tickets during peak times* |
No more than 5 minutes | 1 minute |
| Average availability of seats during peak times* | 100% for journeys longer than 20 minutes | 98.2% |
For full details of surveyed areas and their rankings, contact our Customer Services Team.
* Peak times: Mondays to Fridays, arrivals in London from 0700 to 0959 inclusive and departures from London from 1600 to 1859 inclusive.
To view our commitment to the ATOC Code of Practice on Passenger Information During Disruption please click here
